Customer Success Manager, Higher Education

Salesforce•Atlanta, GA

9d•Hybrid

About The Position

Salesforce is seeking a Customer Success Manager (CSM) for its Higher Education sector. This role is responsible for ensuring high-value customers achieve significant return on investment with the Salesforce platform. The CSM acts as an extension of the customer's workforce and a trusted advisor, providing guidance on both technical and business concerns, aligning them with customer priorities. Specifically, the CSM on the Education Portfolio Customer Success team will serve as a named resource and partner for complex public and private university customers. They will forge deep relationships, maintain awareness of customer needs and value drivers, and help improve technical and operational health to maximize Salesforce investment value. The CSM will also act as a point of contact for major customer incidents, managing expectations and communications through resolution, and proactively setting customers up for success through platform optimization, especially during peak events. This requires deep technical knowledge of the Salesforce platform and cross-functional collaboration.

Requirements

8+ years work experience in one or more of the following: Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
Skills for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
Knowledge of software development process and design methodologies.
Experience leading efforts of cross-functional teams to facilitate resolution or disposition of customer needs or projects.

Nice To Haves

Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Data Cloud, Sales Cloud Consultant, Service Cloud Consultant, Education Cloud).
Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.
Experience working with Enterprise-level customers in an education setting.

Responsibilities

Serve as the single point of customer accountability responsible for orchestration of all Signature deliverables, experience, and renewal, and expansion.
Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
Help customers achieve their business goals and outcomes on the Salesforce platform by coordinating the completion of the Signature Success catalog of services.
Provide timely, proactive Salesforce feature guidance based on customer interests.
Act as an advisor for the adoption of new features of Salesforce’s annual release schedules and identify potential challenges and risks to customer implementation.
Communicate the value of Signature Success and ensure all collaborators understand this value for customer renewals.
Act as an advocate for customers during the triage and resolution of high severity cases to assist with timely issue resolution.
Manage expectations and communications through the resolution of major customer incidents.
Proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.